Member Since: 5th Jun 2017
Sue Duris is Founding Principal at M4 Communications, a strategic marketing and customer experience consultancy that helps tech companies in the US and EMEA create successful customer experiences. Her focus is in strategy, CX design, voice of the customer, insights, CX technology, and loyalty and advocacy programs that drive growth.
Founding Principal M4 Communications
20th Feb 2023
How can CIOs and customer experience leaders work collaboratively to improve CX?
In a post I wrote years ago, I posited there were three keys to a successful customer experience transformation: Understanding customers...Engagement
29th Jul 2022
Why your customer feedback isn't actionable - and what to do about it
Customer experience (CX) is quickly becoming the key brand differentiator for organisations. To be able to compete on CX, organisations...Voice of the Customer
4th Mar 2022
CX technology: How customer experience leaders can drive a quicker path to implementation
Digital transformation is a very important part of today’s marketplace. It was big even before COVID. And COVID certainly accelerated the...Technology
25th Aug 2020
How to improve your customer journey mapping with better persona management
If you have worked in B2B for a while, you have used a derivative form of a buyer persona to segment your buyers. Tony Zambito, the founder...Engagement
19th Jun 2019
Customer service: Why it's time to shift to a proactive mindset
When I first heard the term 'proactive customer service', I had to do a double-take. Isn’t that an oxymoron? Doesn’t that go against...Contact centres
7th Sep 2017
Account-based marketing: Why is it important today? How will it evolve tomorrow?
In my recent article , I posited that account-based marketing (ABM) has become a priority for many B2B organisations, thanks in part to...Technology
31st Aug 2017
Beware fake ABM: What is - and isn't - account-based marketing?
Earlier this summer, Salesforce announced that it was entering the account-based marketing (ABM) space, bundling a package of existing...Strategy